Genius Results in Virtual Agent

[Vignesh8]

Hello Everyone,

I would like to know how to use genius results in Virtual agent ? can someone please provide the steps for the same in case you have configured in your instance ?

[Saurav11]

Hello Vignesh,

Did you refer this article already?

https://docs.servicenow.com/bundle/rome-now-intelligence/page/administer/virtual-agent/concept/va-ai-search.html

Hope this helps. Please mark the answer as correct/helpful based on impact.

[Brian Bakker]

Hello Vignesh,

We do not have a YouTube video specific to Virtual Agent to implement AI Search as a Fallback Topic with Genius Results, but the Mobile App team have created a similar YouTube video to implement similar AI Search features in the Mobile App. The same principles in this video should apply, when implementing Genius Results for Virtual Agent in conjunction with our Virtual Agent specific documentation on Create a custom AI Search experience for Virtual Agent conversations. Hope this helps with your implementation.

I will engage our Virtual Agent Academy team on YouTube to see if they are planning to schedule a similar video for implementing Genius Results in Virtual Agent.

Regards,

Brian

[Victor Chen]

We will plan a thorough VA + AIS Academy after San Diego GA to uptake changes. In the meantime, we'll look into a briefer article on just AIS genius results. 

As the documentation notes, it should be activated by default once you turn on genius results in your instance (assuming AIS is also activated) and you configure AIS as your search fallback setup topic in the "Custom Greetings and Setup" page. 

[Paul Curwen]

This is a much needed VA academy session, the documentation is not great to follow.